SAP Service SelectFrom SAP Consulting
Greg TombSenior Vice President andGeneral ManagerSAP ConsultingSAP America Inc.
SAP Customer Services Network
SAP Customer Services Network provides the most comprehensive SAP solution services, including:
ConsultingEducationSupportCustom Development Hosting
SAP Consulting
SAP Consulting provides best-in-class services for innovative business and IT solutions, helping our customers to achieve a competitive advantage
Up to date business and solutions expertise and extensive process and industry knowledgeServices and best practices from a single & consistent source – yielding lower total cost, faster ROI Minimal Risk and higher customer satisfaction Flexible organizational-change management services
SAP Consulting is an experienced partner you can trust.
A truly global organizationA network of 9,000+ SAP consultants in more than 50 countries Offering complete, integrated, and consistent business and implementation consultingServices for businesses of any size, geographic scope, or industry
SAP Service Select
SAP Service Select
Innovative Program from SAP ConsultingDeliver value by providing rapid ROI with reduced riskAchieve your business goals within your budgetOfferings include workshops, assessments, and accelerated implementation packagesSpan a variety of mySAP products and industry solutions
SAP Interaction Center Service Select
Peter VerrierDirectorSAP ConsultingSAP America Inc.
Greg LeinerCustomer Engagement ManagerSAP ConsultingSAP America Inc.
Market Share & RevenueMaintain Market ShareTake market share from weaker competitorsStop Revenue LeakageBetter Segmentation of CustomersImproved Territory CoverageEffective channel sales
ProfitabilityTransparency into cost drivers for margins Strong ties from ordering to pricingCost effective campaigns & promotionsEffective resource alignment from product/service demand to supplyCall Center Productivity MgmtSales productivity
Customer SatisfactionComprehensive view of all customer interactionsEasy to do business withTreat different customers differentlyCreate cross-sell opportunitiesSecure repeat business
Value Drivers for Customer Focused Processes
CIO’s Wish List
LoB Owner’s Wish List
mySAP CRM Unique Value
...the deepest industry-specific, customer-centric
end-to-end processes
… process-based deployment
options accelerating time
to value
… the most open, scalable
technology platform to deliver value, powered by
SAP NetWeaver
mySAP CRM delivers…1 32
mySAP CRM Delivers…
Modular, process-focused designThe process-focused design of mySAP CRM enables our customers to address strategic priorities first, achieve fast results, and expand their solution step by step –realizing tangible ROI with each step along the way
SAP Service Select enables faster time to valueSAP Service Select supports this approach, accelerating implementation times and providing unmatched implementation capabilities
SAP Customers’ Quick Steps to CRM Value
mySAP CRM Platform
Sales ForceAutomation
InteractionCenter
E-Commerce Analytics
Marketing
mySAP CRM @ Customer Site
… process-based deployment options accelerating time to value2
How Can We Help You Get Value From mySAP CRM?
How do you realize rapid return on your investment?
How can you maximize your investment in SAP?
How can you reduce the implementation cost?
How do you address the concern about the total cost of ownership of a custom solution?
How can you minimize risk?
How do you show your organization a quick win?
Where do you start?
SAP CRM Service Select packages can help!
Accelerated Approach to Implementing mySAP CRM
Implementation Methodology and Tools
Defined scope, resources and duration based on SAP Best Practices
Documentation
Preconfiguration
Reduced implementation time
Decreased total cost of ownership
Lower risk
SAP CRM Service Select
SAP CRM Service Select
Shorter Time to Value
SAP Interaction Center Service Select
Extend your SAP enterprise solution with mySAP CRM• IC Agent Desktop• Information Help Desk• Complaint Management
Leverage your existing IT investment• Flexible and integrated framework to easily connect and utilize
existing investments in other SAP solutions (ex. ERP and NetWeaver)
Create a solid foundation for your future vision of CRM• The business processes and technology delivered with the Service
Select can be further enhanced and extended to address a wider spectrum of business requirements
mySAP CRM Scenario – Information Help Desk
Answer contact
44
22
33
55
11
Agent Guidance
Account Identification
Interaction Wrap-Up
Solution Assistance
Information Help Desk
Quickly providing consistent and relevant solutions to customer inquiries
Powerful tool to accept, research, and respond to customer information requests through various interaction channels
Electronic scratch pad for immediate notes on customer’s issue
Free text and attribute solution search on index database generated from multiple knowledge sources
Search refinement, keyword clustering and learning engine capabilities for improved search results
Easy access to detailed problem and solution descriptions including attachment documents
Integrated e-mail editor to send solutions to customers
Interaction record to log and wrap-up customer interaction and trigger follow-ups when needed
Information Help Desk – Features
Information Help Desk – Benefits
Make your knowledge count...
Improve customer satisfaction with increased first contact resolution
Ensure accurate information delivery with knowledge tools and scripts
Increase agent productivity with easy-to-use search capabilities
Ensure consistent delivery of service through all channels including Interaction Center, eService and Field Service
Answer contact
44
22
33
77
11
Agent Guidance
Account Identification
Interaction Wrap-Up
Complaint Creation
Complaint and Return Processing
55
Return Request
66
Substitute Delivery / Credit Memo
mySAP CRM Scenario – Complaint Management
Complaint Management – Features
Comprehensive management of the entire Complaint and Return process:
Complaint management – create complaints, check whether a product can be returned
Logistics integration – monitor and track products to be returned or substituteproducts to be delivered
Defect tracking – analyze complaint reasons and assign the identified causes to prevent further complaints
Task management – plan, monitor, and process activities to be performed by different service employees
Complaint Management – Benefits
Maintain customer loyalty...Optimize customer satisfaction and cost controls by providing agents with complaint guidelines and escalation procedures
Improve customer satisfaction by empowering agents to offer exchanges, rebates, coupons and discounts
Reduce costs by streamlining return material processing from the front-office through to inventory, quality control, repair shop & accounting
Supporting processes essential to efficient interaction:Phone call processing (inbound and outbound). Incoming phone call simulation
Automatic Number Identification (ANI) for incoming telephone calls
E-mail receipt and processing
Automatic receipt acknowledgement for incoming e-mails
Call list processing
Business partner identification, confirmation and maintenance
Customer interaction history (overview of all customer contacts, planned and past)
Business partner's fact sheet
Product information
Action Box configuration
Knowledge search with Interactive Intelligent Agent
Reminder Scripting and Interactive Scripting
Creation of sales orders, service requests and complaints for further maintenance
IC Agent Desktop – Features
1 Install (Project Prep / Blueprint)
2 Translate (Realization)
3 Validate (Final Preparation)
4 Perform (Go Live and Support)
Phase
Installation and Strategy
Activate Std Content & Load Customer Data, Preview SystemTest, Performance Tuning, End User Training/Buy InProductive System
TimeLine Deliverables
5 days
30 days
10 days
5 days
506 Roles (2.85 Consulting FTEs)
Info Help Desk/Complaint Mgmt 100% StdmySAP CRM Interaction Center
Productive Environment Sample
Roadmap to Value with SAP CRM Service Select
Interaction Center
SFA
Marketing
1
2
3
4
5
Interaction History & Knowledge Management
Opportunity Management
Internet Selling & and Customer Self Service
Campaign Planning and Execution
Analytics
AccelerateTime-to-Benefit
Maximize overall Benefit
Reduce Initial Investments
cash flow
E-Commerce
Plan, Measure, Predict, Optimize
SAP CRM Service Select Value Proposition
Fast ROI
Reduced Risks and Costs Related to Implementation
Quick Win
Lays the foundation for future enhancements & functionality
Leverages pre-delivered standard content
Knowledge transfer to customer project team
Background$577 million companyDesigns, engineers, manufactures a full line of snowmobiles, ATVs and related productsIndependent Dealers market Arctic Cat products globally
DriversFull integration with existing SAP R/3 SystemScalable and upgradeable solutionDeploy the system in a short timeframeProvide an effective customer support center solution for Arctic Cat dealersMake Arctic Cat easier, more fun, and more productive to do business with
Pain PointsDisconnected and outdated departmental call centersInefficient and untimely customer responseInefficient operationsImpersonal and multi handle service deliveryFirst contact response rate of less than 40%
mySAP CRM Interaction Center drives…
CIO’s Wish List
LoB Owner’s Wish List
Arctic Cat Sales Inc.Support Center for Dealers
mySAP CRM Unique Value
...the deepest industry-specific, customer-centric
end-to-end processes
… process-based deployment
options accelerating time
to value
… the most open, scalable
technology platform to deliver value, powered by
SAP NetWeaver
mySAP CRM delivers…1 32
mySAP CRM Unique Value for Arctic Cat
“Everyone promised a close fit but SAP was
the only one who could say it
would be an exact fit”1
“We feared spreading
ourselves too thin…We’ll ramp up gradually over
the next six months”1
SAP NetWeaverPowers:
• Integration with SAP R/3 and Genesys Express
• Simple scalability
mySAP CRM delivers…1 32
1 Ron Moses, CRM Project Manager, Arctic Cat Inc.
mySAP CRM Interaction Center for Arctic Cat Inc.
An accelerated approach with SAP Consulting:“SAP Consulting provided up with personnel who were intimately familiar with our existing SAP setup and, more importantly, with our business model. That was a huge value to us”. 22 Ron Moses, CRM Project Manager, Arctic Cat Inc.
Key Benefits:Customer Satisfaction Rates have soaredFirst call resolution rates of 95% (from less than 36%)Abandonment rates of less than 1% (from 32%)10-15% gain in contact center efficiencyInternal job satisfaction is up“More customers are getting better customer service in less time” 2Easier and more fun to do business with
Key Capabilities:Interaction Center Agent DesktopIntegration with R/3 and CTIAgent notification of callsDelivers caller information to Agent DesktopAccess to product and process dataSupport strategy of customer self service Project Timing:
6 Months*
Value Received: Shorter project duration Lower project riskLower total cost of ownership Projected ROI -> 15 months
*Includes creation and consolidation of Contact Centers
Arctic Cat Roadmap to Value with mySAP CRM
Consolidation
Expansion
E-Commerce
1
2
3
4
n
Consolidated disparate call groups into one customer-service unit
Additional agents; additional visibility
Information Help Desk
Customer self service via the web
Total package
AccelerateTime-to-Benefit
Maximize overall Benefit
Reduce Initial Investments
cash flow
Interaction Center
Solution for 10 – 15 years of growth
15 months
What is your Roadmap to Value with mySAP CRM?
An SAP Consulting assessment can help:1) Determine the pain point most critical to your business.
2) Identify the solution offering that can unleash the right value, quickly.
3) Build the right strategy to realize that value and enable the overall vision.
Key Contacts
For more information regarding this or other SAP Service Select offerings, please contact the SAP Customer Engagement Manager (CEM)assigned to you.
If you do not know the name of your SAP representative, please send an email with your inquiry and contact information to:
[email protected] Customer Engagement Manager (CEM) from SAP will respond to your inquiry.
SAP Service Select Offerings
Workshops and Assessments:SAP Sarbanes-Oxley Service Select workshopSAP Upgrade Service Select assessmentSAP System Consolidation Service Select assessment
Workshops and Assessments:SAP Sarbanes-Oxley Service Select workshopSAP Upgrade Service Select assessmentSAP System Consolidation Service Select assessment
SAP Netweaver:SAP Netweaver Service Select for Business Intelligence SAP Netweaver Service Select for Exchange InfrastructureSAP Netweaver Service Select for Master Data ManagementSAP NetWeaver Service Select for Enterprise Portal
SAP Netweaver:SAP Netweaver Service Select for Business Intelligence SAP Netweaver Service Select for Exchange InfrastructureSAP Netweaver Service Select for Master Data ManagementSAP NetWeaver Service Select for Enterprise Portal
Accelerated Implementations:SAP Interaction Center Service SelectSAP Demand Planning Service SelectSAP Business Planning and Simulation Service SelectSAP E-Selling Service Select
Accelerated Implementations:SAP Interaction Center Service SelectSAP Demand Planning Service SelectSAP Business Planning and Simulation Service SelectSAP E-Selling Service Select
Accelerated Implementations for Midsize Businesses:SAP Enterprise Service SelectSAP Professional Services Service SelectSAP High Tech Service SelectSAP Consumer Products Service Select
Accelerated Implementations for Midsize Businesses:SAP Enterprise Service SelectSAP Professional Services Service SelectSAP High Tech Service SelectSAP Consumer Products Service Select
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